Maintenance & support
Your store never stops selling.
Ongoing application support with unlimited requests and contractual response times, so you can focus on growth.
What we take care of
- Bugs and incidents, from display glitches to payment modules
- Platform, module and app updates, tested on staging first
- Security, verified backups and 24/7 monitoring
- Continuous feature development
- Ticket-based tracking and monthly reporting
Guaranteed response times
| Severity | Example | Essential | Business | Performance |
|---|---|---|---|---|
| Critical | Store down, checkout blocked | 4 h | 2 h | 1 h, 7 days a week |
| Major | Key feature degraded | 24 h | 8 h | 4 h |
| Minor | Display bug, isolated issue | 72 h | 48 h | 24 h |
| Change request | New feature | Scheduled monthly | Within 5 days | Within 48 h |
Business hours, from request to pick-up.
Frequently asked questions
What does "unlimited requests" mean?
Send as many requests as you need. They are handled by priority, within the hands-on time included in your plan.
Can you take over a store built by another agency?
Yes. We start with a technical audit to understand where things stand, then take it from there.
Is there a minimum term?
Terms are set out in your proposal. Let's discuss them on our first call.
Let's talk about your store.
New build, replatforming, growth or support: a 30-minute call to map out your business priorities.